RMA Portal
For Failure Analysis Returns
TOPTICA EAGLEYARD offers a RMA service free of charge for all products which are covered under warranty.
Please DO NOT return the failed part before TOPTICA EAGLEYARD has issued a valid RMA number together with instructions for proper device return. Our Goods Receiving Department is not able to accept deliveries that do not have such a valid RMA number. In case you purchased through an authorized distributor please contact this party directly who will assist you.
Our return policy is to replace the failed part as soon as the failure analysis is completed. As a matter of course TOPTICA EAGLEYARD provides the replacement free of charge except where the damage was caused by mishandling or modification (e.g. operation exceeding the maximum ratings, change of connector, opening of housings).
For out-of-warranty products TOPTICA EAGLEYARD offers a failure analysis subject to a charge of EUR 500 plus shipping costs at the customers’ expense. The analysis includes a visual inspection and complete electro-optical characterization in accordance to the mandatory final outgoing test. Please note that these results do not necessarily allow a clear identification of the root cause. Further necessary analysis procedures can be jointly agreed between the customer and TOPTICA EAGLEYARD. You should follow the same process of obtaining a RMA number for your out-of-warranty product as you would for a product with an effective warranty. In this case please place a separate order upfront stating the proper amount and referring to the serial number of the device.
NEXT STEPS
Submit a RMA request by using the RMA form at the bottom of this page. We will send you an UPS return label for the shipment and the RMA number. This RMA is valid for 60 days. Please use only UPS services in combination with the UPS return label provided by TOPTICA EAGLEYARD. The UPS return label is also valid for 60 days only.
Ship the product, preferably in the original packaging, in any case in appropriate packaging to this address:
Eagleyard Photonics GmbH
Customer Service
Rudower Chaussee 29
12489 Berlin, Germany
Please write the RMA number clearly visible on the outside of the package. Returns without a valid RMA number cannot be accepted by TOPTICA EAGLEYARD’s Goods Receiving Department.
Please provide a proper documentation for clearance by Customs in order to avoid any additional payments being charged to the sender. State clearly on the pro-forma invoice “Return under warranty” and include the Harmonized Customs Tariff Code: 85414010 (laser diodes) or 90139090 (Cold pack and cr-mounts). Please ensure that the RMA-No. and the serial no. as well as the original value of the product are on the pro-forma invoice and on the airway-bill.
First results of the failure analysis are usually available within 2 to 4 weeks after receipt of goods. You will receive a report by e-mail.
